Social media has fundamentally changed customer engagement; 1 in 5 consumers say they have used social media for service in the last year and are willing to pay a 21% premium to companies that provide great service.
An estimated 3 million people work in call centers in the United States, receiving 43 billion phone calls per year.
By Edwin Margulies
Social Engagement for Customer Care is one of the fastest-growing disciplines in the customer service space. There are all kinds of metrics we use to quantify the importance of a social post and social authors. Amongst them is topic relevancy and sentiment. But perhaps the least understood or leveraged is social influence.
There are many best practices or measures your company should take when it comes to providing stellar social customer service. Listening for brand mentions and establishing response and measurement strategies are good places to start.
By Ed Margulies
A big challenge for practitioners of social engagement for customer care is the proper dispositioning of customer posts and interactions. In traditional contact centers, dispositioning can be handled by case management systems, ACD outcomes and CRM systems.